IVR Systems: The Importance of Performance
May 05, 2011
By Juliana Kenny, TMCnet Managing Editor
The proper Interactive Voice Response system can make or break your customer relationship strategy. Too often are companies bogged down by ill-working IVR systems that just don’t fit their needs. Many businesses often need customizable IVR systems that will perform with reliability, and with 24/7 support behind them. Fortunately, those tools are exactly what Interact, Inc. offers.
In an article by Katie Sheridan from Interact, she asked the question, “Have you ever encountered an Interactive Voice Response, or ‘IVR,’ system with poor performance, running you around in circles with continuous error messages?” Unfortunately, many can answer ‘yes’ to this query.
It’s increasingly vital for companies to implement high quality IVR systems with ASR/TTS functionality. Sheridan says it is “essential for business efficiency and a means to increase customer satisfaction.”
She continued, “It's frustrating for not only the customer trying to navigate the system, but also severely damaging for a business using a poor performing IVR system. In today's slowing economy, customer loyalty is more important than ever. Because of this, it is imperative that businesses have a high performing IVR system to improve the customer experience.”
In order to secure your customer relationship strategy and maintain loyalty, your software needs to be up-to-date and fully customizable. Interact’s well-tested IVR technology have provided a high-performing voice applications for companies worldwide. Interact is well-versed in the requirements for high quality IVR systems, and offer speech recognition and VoiceXML (News - Alert) technology that is customizable, effective, and reliable.
Sheridan added, “Because speech recognition and customized efficient call flows are core elements for deploying effective voice applications on an IVR system, Interact has developed their IVR systems to be able to be tailored and customized to a business’ exact needs, being able to handle hundreds of thousands of calls a day, while still maintaining superior performance during peak traffic. An IVR System’s efficiency and reliability are essential for the fast reactivity of a voice service, and overall quality of customer experience.”
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Jennifer Russell